Customer Support Associate – Bilingual (English/Spanish) – High‑Volume B2C Support for Mobile Lottery Platform at arenaflex

About arenaflex – Pioneering the Future of Mobile Lottery

arenaflex is the first mobile lottery application in the United States, delivering a secure, convenient, and responsible way for millions of players to purchase official state lottery tickets—including Powerball, Mega Millions, and many regional draws—directly from their smartphones. By modernizing a $300 billion global lottery market, arenaflex is creating a digital experience that feels safe, fun, and accessible to everyone—from tech‑savvy millennials to grandparents who prefer a simple, paper‑free process. Our mission is to blend cutting‑edge technology with the excitement of lottery play, while upholding the highest standards of compliance, security, and customer trust.

Why This Role Matters

As a Customer Support Associate at arenaflex, you will be the frontline ambassador for our brand, ensuring that every user interaction—whether via phone, chat, email, or social media—leads to a positive, memorable experience. Your expertise will help users navigate the app, resolve payment issues, and feel confident about their participation in the lottery ecosystem. In a fast‑growing, high‑volume B2C environment, your contributions directly impact user satisfaction, retention, and the overall reputation of arenaflex.

Key Responsibilities

• Respond promptly to inbound customer inquiries across multiple channels (phone, voicemail, in‑app messaging, email, web chat, and social media) while maintaining a friendly, solution‑focused tone.
• Manage identity verifications, ACH requests, credit‑card disputes, chargebacks, and other day‑to‑day operational tasks with meticulous attention to compliance and data security.
• Collaborate with internal product, engineering, compliance, and finance teams, as well as external partners, to troubleshoot and resolve complex technical or transactional issues.
• Document each interaction in the designated CS platform, ensuring accurate case tracking, escalation, and knowledge‑base updates.
• Continuously develop and retain expert‑level product knowledge, staying current on new feature releases, regulatory changes, and industry best practices.
• Proactively identify recurring pain points and share insights with the product team to drive enhancements that improve the overall user journey.
• Assist in monitoring and responding to app‑store reviews, public forums, and social‑media mentions, turning potential negative sentiment into opportunities for brand advocacy.
• Maintain flexibility to work extended hours, evenings, or overnight shifts to align with peak usage periods and support a 24/7 service model.

Essential Qualifications

• Minimum of 1‑2 years of high‑volume B2C customer support experience, preferably in fintech, gaming, or regulated industries.
• Demonstrated proficiency with leading customer‑service platforms such as Zendesk, Helpshift, or comparable ticketing systems.
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
• Bilingual fluency in English and Spanish, enabling seamless support for a diverse user base.
• Hands‑on experience handling payment‑processing inquiries, including ACH transfers, credit‑card transactions, and chargeback disputes.
• Comfortable using social‑media channels (Twitter, Facebook, Instagram) and app‑store review platforms as support touchpoints.
• Willingness to work flexible schedules, including evenings, nights, and occasional weekends, to meet the demands of a 24/7 operation.

Preferred Qualifications & Additional Assets

• Experience with regulatory compliance frameworks (e.g., KYC, AML) in a consumer‑facing environment.
• Familiarity with lottery or gaming industry terminology and processes.
• Previous exposure to remote work environments and self‑management tools (Slack, Asana, Google Workspace).
• Certification in customer service excellence (e.g., HDI, ITIL) or related fields.
• Demonstrated ability to handle high‑stress situations while maintaining composure and professionalism.

Core Skills & Competencies

• Problem‑Solving: Quickly diagnose issues, prioritize resolutions, and think creatively to overcome obstacles.
• Empathy & Active Listening: Understand user concerns, validate emotions, and provide reassurance throughout the support journey.
• Technical Acumen: Comfort navigating mobile applications, payment gateways, and backend dashboards.
• Attention to Detail: Accurate data entry, documentation, and adherence to security protocols.
• Team Collaboration: Ability to work cross‑functionally, share knowledge, and contribute to a supportive team culture.
• Time Management: Efficiently juggle multiple tickets, prioritize urgent cases, and meet service‑level agreements (SLAs).

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Associate, you will have access to:

• Structured onboarding and ongoing mentorship from senior support leaders.
• Regular training sessions on product updates, compliance changes, and advanced communication techniques.
• Opportunities to transition into specialized roles such as Escalations Engineer, Quality Assurance Analyst, or Product Operations Manager based on performance and interests.
• Company‑wide hackathons and innovation challenges that encourage creative problem‑solving and cross‑department collaboration.
• Tuition reimbursement and access to online learning platforms (LinkedIn Learning, Coursera) for continuous skill enhancement.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28 per hour for this part‑time, non‑exempt position, with eligibility for overtime in accordance with FLSA regulations. In addition to base pay, you can expect:

• Performance‑based bonuses tied to customer satisfaction metrics.
• Comprehensive health, dental, and vision coverage (available after a short waiting period).
• Flexible paid time off (PTO) and paid holidays to support work‑life balance.
• Remote‑first work environment with a stipend for home‑office equipment and high‑speed internet.
• Employee assistance program (EAP) offering counseling, financial advice, and wellness resources.
• Regular virtual social events, team‑building activities, and an inclusive culture that celebrates diversity.

Work Environment & Culture at arenaflex

Our remote‑first philosophy means you can work from anywhere in the United States while staying connected through a suite of collaborative tools. arenaflex fosters a culture built on:

• Transparency: Open communication channels with leadership, regular town‑hall meetings, and clear visibility into company goals.
• Inclusivity: A commitment to equal opportunity, with active employee resource groups (ERGs) for multilingual, LGBTQ+, and veteran communities.
• Innovation: Encouragement to share ideas, experiment with new processes, and contribute to product evolution.
• Responsibility: Strong emphasis on ethical conduct, data security, and responsible gaming practices.

Application Process & Next Steps

If you are passionate about delivering world‑class support, thrive in a fast‑paced, technology‑driven environment, and want to be part of a mission‑focused team that is reshaping the lottery experience, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter highlighting your bilingual experience and any relevant support platform expertise.

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Equal Opportunity Commitment

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are dedicated to providing reasonable accommodations for individuals with disabilities. To request an accommodation, please contact [email protected].

Join arenaflex Today

Ready to make a difference for millions of lottery enthusiasts while advancing your career in a supportive, forward‑thinking environment? Apply now and become a vital part of the arenaflex family.